Customer Service Representative II (Water) - Promotional Only

Description

Salary: $39,000 - $58,500

Position Grade: 204G

Department: Water Division

Job Type: Full-time (Permanent)

Examination Number: EX1607

Location: St. Louis, MO

Promotional - Open to Permanent City Employees Only.

Incumbents in this position are responsible for receiving, responding to and referring more complex citizens' questions, requests for services and complaints/concerns to an appropriate person within the Water Division, as well as providing instruction and guidance to less experienced Customer Service Representatives.

Essential Functions and Responsibilities:

• Performs customer service duties such as receiving, responding to or referral of citizen questions, requests for service, complaints and concerns.

• Answers customer calls regarding water accounts, including payments, service updates, service issues, consumption, billing, etc.

• Handles escalated calls transferred from Customer Service Representative I.

• Assists Supervisors with training Customer Service staff.

• Handles inquiries and account analysis for both flat-rate and metered accounts.

• Performs meter exchange updates within the AS400 and Beacon systems.

• Performs special projects and other duties as assigned.

Knowledge, Skills, and Abilities:

• Data Utilization: Requires the ability to process, calculate, compute, summate, and/or tabulate data and/or information. Includes the ability to perform subsequent action in relation to these computational operations.

• Human Interaction: Requires the ability to provide guidance, assistance and/or interpretation to co-workers, other city departments, businesses and the public, on how to apply policies, procedures and standards to specific situations.

• Equipment, Machinery, Tools and Materials Use: Requires the ability to operate a variety of office equipment such as computer terminal, typewriter, telephone, two-way radio, fax machine, calculator/adding machine, computer printer and photocopier.

• Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information such as regulations, requests for service, various forms, work orders, permit applications, receipts, account activity records, schedules, directories, maps, correspondence and general operating manuals.

• Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication and division; calculate decimals and percentage.

• Functional Reasoning: Requires the ability to apply principles of rational systems. Ability to interpret instructions furnished in written, oral, diagrammatic or schedule form. Ability to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.

• Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving a variety of generally pre-defined duties that may be subject to frequent change.

• Environmental Factors: Work is normally performed in an office environment under generally safe and comfortable conditions where exposure to irate individuals poses a very limited risk of injury.

• Physical Requirements: Requires the ability to stoop to lift office papers weighing up twenty (20) pounds.

• Sensory Requirements: Requires the ability to recognize and identify individual characteristics of shapes to clearly distinguish objects and sounds to communicate with others. Ability to sustain prolonged visual concentration.

Qualifications

Three years of public contact experience in an office environment, which includes dealing with a high volume of inquiries and/or complaints, providing detailed information and requests for service, and performing clerical tasks. OR an equivalent combination of training and experience.

Scoring Components and Their Weights
Experience and Training: 100%

May be Subject to:
Background Investigation: Pass/Fail

Documentation of Academic Credentials must be Submitted Upon Request

When completing the Employment History and the Educational/Training History sections of the Employment Application, please be as thorough as possible when describing your education, training and experience relating to this position. Applicants will only receive credit for their experience, training and education as shown on the application. Resumes will not be accepted as a substitute to a fully completed application. Incomplete applications will not be considered.

Veterans Preference Points

To be eligible for veteran's preference points, the applicant must submit a copy of their DD 214 Certificate of Release or Discharge from Active Duty with the Employment Application or upon request. The Director of Personnel may, in their discretion, accept alternate documentation.

City Residence Preference Points

City residents who pass an examination for a position in the classified service and do not receive any other preference will receive a five (5) point preference on a scale of 100 points on the exam. An additional one (1) point shall be added to the passing score of City residents who receive any other preference on a scale of 100 points. City residents must have resided in the City for at least one (1) year at the time of filing their application to be eligible for the preference points.

Accommodations

If assistance with the job application is necessary based on a physical impairment, mental impairment, or otherwise, they should reach out to the Office on the Disabled with contact information. This office will not disclose any information that an applicant or employee has a disability or has discussed possible accommodations without the applicant's or employee's prior consent.

Job Posting